Can only comment on my experience obviously. Went last year with a group, my friend did booking. Enjoyed the hol so booked myself, first time ever booking on line, all went smoothly and great hol. Our hol this year was cancelled due to covid. We were sent several emails prior asking if we wanted to cancel or wait. We choose to wait. Was bit worried as unable to contact OTB, however they sent emails asking for patience and I finally received full refund day after travel date. We had paid balance on full at point of booking. My advice would be read everything before you click, its cheaper to book flight extras direct with flight company as OTB add admin cost. Be careful to check price before clicking and check small print, be aware they do add a small admin fee. I still found them cheaper than a travel agent on high Street. As example of flight extras we paid priority and guaranteed seating for £60 total for two but through Ryanair direct. I'm light packer so happy with 10kg cabin bag